™Our commitments
Policies
How we handle your information, the terms of our service, and our commitment to safeguarding.
Privacy Policy
Last updated: October 2026Hoarding Helpers is committed to protecting your personal information. This policy explains what data we collect, how we use it, and your rights under the UK General Data Protection Regulation (UK GDPR).
What information we collect
We may collect your name, contact details (phone number and email address), and information you share with us about your situation when you contact us for a quote or enquiry. We do not collect sensitive personal data unless you choose to share it with us directly.
How we use your information
We use your information solely to respond to your enquiry, provide our services, and communicate with you about your booking. We will never sell, rent, or share your personal data with third parties for marketing purposes.
How long we keep your data
We retain your contact information for as long as is necessary to fulfil the purpose for which it was collected, or as required by law. General enquiry records are typically held for up to two years. Records relating to clients and referrals are retained for six years from the date of last contact or case completion, in line with our Data Retention Policy.
Your rights
Under UK GDPR you have the right to access, correct, or request deletion of your personal data at any time. To exercise any of these rights, please contact us at info@hoardinghelpers.co.uk.
Cookies
Our website may use essential cookies to ensure it functions correctly. We do not use tracking or advertising cookies without your consent.
Terms & Conditions
Last updated: October 2026These terms and conditions govern the provision of services by Hoarding Helpers. By engaging our services you agree to the following terms.
Our services
Hoarding Helpers provides hoarding clearance, decluttering, case coordination support, bulk clearance, mini clear and repair, and neurodivergent-friendly support. The exact scope of each job is agreed in writing before work begins.
Quotes and pricing
All quotes are provided free of charge and are valid for 30 days from the date of issue. Final pricing may vary if the scope of work changes materially from the original assessment. We will always notify you of any changes before proceeding.
Payment
Payment terms are agreed at the time of booking. We reserve the right to request a deposit for larger jobs. Invoices are due within 14 days of completion unless otherwise agreed in writing.
Cancellation
We ask for at least 48 hours' notice if you need to cancel or reschedule. Cancellations made with less than 48 hours' notice may be subject to a cancellation fee to cover staff and vehicle costs already committed.
Liability
Hoarding Helpers carries public liability insurance. We take every care when working in your property, but we cannot accept liability for pre-existing damage or for items not disclosed to us prior to the job. Any concerns should be raised with us within 48 hours of completion.
Safeguarding Policy
Last updated: October 2026Hoarding Helpers is committed to the safety and wellbeing of every person we work with, including clients, their families, and any vulnerable adults or children we may encounter in the course of our work.
Our commitment
We believe everyone has the right to live free from abuse, neglect, and exploitation. All staff are trained to recognise signs of vulnerability and to respond appropriately, with compassion and without judgement.
Staff training
All Hoarding Helpers team members receive safeguarding awareness training before working with clients. We follow the safeguarding frameworks set out by local authorities and the Care Act 2014.
Reporting concerns
If a member of our team has a concern about the welfare of a client or any other person, they are required to report it to our designated safeguarding lead immediately. Where appropriate, concerns will be referred to the relevant local authority safeguarding team or emergency services.
Confidentiality
Information shared with us is treated in strict confidence. We will only share information with third parties — such as social workers, housing officers, or emergency services — where there is a safeguarding concern or a legal obligation to do so.
Raising a concern
If you have a safeguarding concern related to our services, please contact us directly at info@hoardinghelpers.co.uk or call 07563 022867. You can also contact your local authority's adult or children's safeguarding team directly.
Complaints Policy
Last updated: October 2026Hoarding Helpers is committed to providing a high-quality service. If something goes wrong or you are unhappy with any aspect of our work, we want to hear from you so we can put it right.
How to make a complaint
You can raise a complaint by emailing info@hoardinghelpers.co.uk, calling 07563 022867, or writing to us at our registered address. Please provide as much detail as possible, including dates, the nature of your concern, and any relevant documentation.
Acknowledgement
We will acknowledge your complaint within two working days of receiving it. You will be given the name of the person handling your complaint and an expected timeframe for our response.
Investigation
We will investigate your complaint thoroughly and fairly. We aim to provide a full written response within ten working days. If we need more time, we will let you know and keep you updated on progress.
Resolution
Where a complaint is upheld, we will apologise and take appropriate steps to remedy the situation. This may include a partial or full refund, a return visit, or another agreed resolution.
Escalation
If you are not satisfied with our response, you may escalate your complaint to the relevant trade body or seek independent advice. We will always provide details of any applicable escalation routes in our written response.
Equal Opportunities Policy
Last updated: October 2026Hoarding Helpers is committed to equality, diversity, and inclusion in everything we do — in how we deliver services, how we recruit, and how we work as a team.
Our commitment
We are committed to treating all clients, referrers, staff, and contractors with dignity and respect, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
Service delivery
We will not discriminate against any client or referrer on the basis of any protected characteristic. We actively seek to make our services accessible and will make reasonable adjustments to accommodate individual needs wherever possible.
Employment
All recruitment, promotion, training, and development decisions are made on merit. We do not tolerate discrimination, harassment, or victimisation in the workplace and take all such concerns seriously.
Reporting concerns
Anyone who believes they have been treated unfairly or has witnessed discriminatory behaviour is encouraged to raise this with us. Concerns can be reported to info@hoardinghelpers.co.uk and will be handled confidentially.
Health & Safety Policy
Last updated: October 2026Hoarding Helpers takes the health, safety, and welfare of its staff, clients, and anyone affected by our work seriously. We are committed to maintaining safe working practices at all times.
Responsibilities
The director of Hoarding Helpers has overall responsibility for health and safety. All team members are responsible for following safe working procedures, using equipment correctly, and reporting any hazards or incidents promptly.
Risk assessment
We carry out a risk assessment before beginning any clearance or support work. This includes assessing the condition of the property, identifying potential hazards such as structural risks, biohazards, or sharps, and determining the appropriate protective equipment and working methods.
Personal protective equipment
All staff are provided with appropriate personal protective equipment (PPE) for the tasks they undertake. The use of PPE is mandatory where a risk assessment identifies it as necessary.
Incidents and near misses
All accidents, incidents, and near misses must be reported and recorded. We review incidents to identify lessons learned and to prevent recurrence. Serious incidents are reported to the Health and Safety Executive (HSE) as required by RIDDOR.
Policy review
This policy is reviewed annually or following any significant incident, change in legislation, or change in the nature of our work.
Confidentiality Policy
Last updated: October 2026Hoarding Helpers understands that the people we work with often share sensitive personal information. We treat all information with the utmost discretion and respect.
Information we hold
In the course of our work we may hold information about clients including their name, address, contact details, health or mental health background, housing situation, and details shared by referrers. This information is held securely and accessed only by those who need it to deliver the service.
When we share information
We will not share client information with third parties without consent, except where we are legally required to do so or where there is a safeguarding concern that requires disclosure to protect the safety of the individual or others.
Staff obligations
All staff and contractors are required to maintain confidentiality as a condition of their engagement with Hoarding Helpers. Breaches of confidentiality are treated as a serious disciplinary matter.
Secure storage
Client records are stored securely, whether in digital or paper form. Digital records are password protected and access is restricted. Paper records are kept in locked storage and disposed of securely when no longer needed.
Data Retention Policy
Last updated: October 2026This policy sets out how long Hoarding Helpers retains different categories of data and the processes we follow when data is no longer needed.
Retention principles
We only retain personal data for as long as is necessary for the purpose for which it was collected, or as required by law. We do not hold data indefinitely and review our records regularly.
Client and referral records
Records relating to clients and referrals are retained for a period of six years from the date of the last contact or the completion of the case. This period reflects our legal obligations and the potential need to refer to records in the event of a complaint or legal claim.
Financial records
Invoices, payment records, and related financial documents are retained for seven years in accordance with HMRC requirements.
Staff records
Employment records for current staff are retained for the duration of employment and for six years after the employment ends. Records relating to unsuccessful job applicants are deleted within six months of the recruitment process concluding.
Secure deletion
When data reaches the end of its retention period it is deleted or destroyed securely. Digital files are permanently deleted and paper records are shredded. We maintain a log of data destruction for audit purposes.
Whistleblowing Policy
Last updated: October 2026Hoarding Helpers is committed to the highest standards of conduct and transparency. We encourage anyone who has concerns about wrongdoing to speak up, and we will protect those who do so in good faith.
What is whistleblowing?
Whistleblowing refers to the disclosure of information about suspected wrongdoing, malpractice, or illegal activity within an organisation. This may include fraud, health and safety risks, safeguarding failures, or breaches of legal obligations.
How to raise a concern
Concerns can be raised with the director of Hoarding Helpers directly by email at info@hoardinghelpers.co.uk or by phone on 07563 022867. Where the concern relates to the director, individuals may contact an appropriate external body such as the relevant regulatory authority.
Protection for whistleblowers
Anyone raising a concern in good faith will be protected from retaliation, victimisation, or detriment. We take all disclosures seriously and will not penalise anyone for raising a legitimate concern, even if the concern turns out to be unfounded.
Confidentiality
We will handle all disclosures as confidentially as possible. Where it is necessary to disclose the identity of the person raising the concern in order to investigate effectively, we will discuss this with them first wherever practicable.
External reporting
If you do not feel comfortable raising a concern internally, or if you feel your concern has not been addressed, you may contact an external body such as the Care Quality Commission, the Health and Safety Executive, or the Information Commissioner's Office, depending on the nature of the concern.
Environmental Policy
Last updated: October 2026Hoarding Helpers recognises its responsibility to minimise the environmental impact of its operations. We are committed to working in a way that is sustainable and respectful of the environment.
Waste management
We hold an Environment Agency Waste Carrier licence (CBDU582012) and dispose of all waste legally and responsibly. We prioritise reuse and recycling wherever possible, donating usable items to charities and recycling centres before considering landfill.
Donations and reuse
Where clients consent, we work to rehome usable items through local charities, community groups, and donation centres. Diverting items from landfill is a core part of how we operate and reflects our values as a business.
Vehicle use
We plan routes efficiently to minimise unnecessary mileage and fuel consumption. We review our vehicle fleet regularly with a view to reducing emissions over time.
Materials and supplies
We seek to use environmentally responsible cleaning products and packaging materials wherever practicable. We reduce single-use plastics in our operations and encourage staff to minimise waste.
Continuous improvement
We review our environmental performance annually and set objectives to reduce our impact year on year. We welcome feedback from clients, referrers, and staff on how we can improve.
Modern Slavery Statement
Last updated: October 2026Hoarding Helpers is committed to acting ethically and with integrity in all our business relationships. We take a zero-tolerance approach to modern slavery and human trafficking in our operations and supply chain.
Our business
Hoarding Helpers is a specialist clearance and support service operating across Berkshire, Buckinghamshire, Oxfordshire, and London. We are a small business and our supply chain is limited primarily to waste disposal contractors, cleaning product suppliers, and vehicle maintenance providers.
Our commitment
We are committed to ensuring that there is no modern slavery or human trafficking in our business or supply chain. We will not knowingly engage with any supplier or contractor who does not share our values in this regard.
Due diligence
We take reasonable steps to verify that the businesses we work with operate ethically and lawfully. Where we engage contractors or sub-contractors, we satisfy ourselves that they employ staff on lawful terms and conditions.
Staff awareness
All staff are made aware of the signs of modern slavery and human trafficking as part of their induction and ongoing training. Given the nature of our work — entering the homes of vulnerable people — we are particularly alert to indicators of exploitation or coercive control.
Reporting concerns
Any member of staff or contractor who suspects modern slavery or human trafficking — whether in our supply chain or in the course of client work — is required to report this immediately to the director. Concerns can also be reported to the Modern Slavery Helpline on 08000 121 700 or at modernslaveryhelpline.org.
Review
This statement is reviewed annually. We are committed to continuous improvement in our approach to preventing modern slavery and will update our practices as our business grows and our understanding develops.
GDPR & Data Protection Policy
Last updated: October 2026Hoarding Helpers processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy sets out our obligations and the principles we apply to all personal data we hold.
Lawful basis for processing
We process personal data only where we have a lawful basis to do so. This includes processing that is necessary to fulfil a contract, to comply with a legal obligation, to protect the vital interests of the data subject, or where we have a legitimate interest that is not overridden by the rights of the individual.
Data protection principles
We are committed to processing personal data lawfully, fairly, and transparently; collecting it only for specified, explicit, and legitimate purposes; keeping it accurate and up to date; retaining it no longer than necessary; and protecting it against unauthorised access, loss, or destruction.
Special category data
Given the nature of our work, we may occasionally process special category data relating to health, mental health, or vulnerability. We handle such data with the highest level of care and process it only where strictly necessary and with appropriate safeguards in place.
Rights of data subjects
Individuals have the right to access their personal data, to have inaccuracies corrected, to request erasure, to restrict or object to processing, and to data portability. Requests should be directed to info@hoardinghelpers.co.uk and will be responded to within one calendar month.
Data breaches
In the event of a personal data breach that is likely to result in a risk to the rights and freedoms of individuals, we will notify the Information Commissioner's Office (ICO) within 72 hours of becoming aware of it, and will inform affected individuals without undue delay where required.
Responsibility
The data controller is Hoarding Helpers Limited (ICO registration ZB892420). The director is responsible for data protection compliance. Any queries or concerns about how we handle personal data should be directed to info@hoardinghelpers.co.uk. You also have the right to lodge a complaint with the Information Commissioner's Office at ico.org.uk.
Conflict of Interest Policy
Last updated: October 2026Hoarding Helpers is committed to acting with integrity and impartiality in all its business dealings. This policy sets out how we identify, declare, and manage conflicts of interest.
What is a conflict of interest?
A conflict of interest arises when a personal, financial, or other interest could — or could appear to — influence the way a member of staff or the director carries out their duties. This includes financial interests, personal relationships, or outside employment that may affect professional judgement.
Declaration of interests
All staff and contractors are required to declare any actual or potential conflict of interest to the director as soon as they become aware of it. Declarations should be made in writing to info@hoardinghelpers.co.uk.
Managing conflicts
Where a conflict of interest is identified, we will take appropriate steps to manage it. This may include the individual recusing themselves from a decision, a referral being handled by a different team member, or the conflict being documented and kept on record.
Referrals and procurement
We will not accept referrals or award contracts in circumstances where a personal or financial relationship could compromise our impartiality. We do not accept gifts, hospitality, or inducements that could influence our professional decisions.
Review
This policy is reviewed annually. Any breach of this policy will be treated as a serious matter and may result in disciplinary action.
Anti-Bribery & Corruption Policy
Last updated: October 2026Hoarding Helpers operates a zero-tolerance policy towards bribery and corruption. We are committed to acting professionally, fairly, and with integrity in all our business dealings and relationships, wherever we operate.
What is bribery?
Bribery is the offering, promising, giving, accepting, or soliciting of an advantage as an inducement for action that is illegal, unethical, or a breach of trust. Corruption is the misuse of entrusted power for private gain. Both are criminal offences under the Bribery Act 2010.
Our commitment
We will not offer, pay, accept, or solicit bribes or improper inducements in any form. This applies to all staff, contractors, and anyone acting on behalf of Hoarding Helpers. We will not make facilitation payments of any kind.
Gifts and hospitality
We do not accept gifts, hospitality, or other benefits from clients, referrers, or suppliers where this could influence — or be perceived to influence — our professional judgement. Modest, infrequent, and transparent hospitality (such as a working lunch) may be acceptable where it is clearly in the interests of the business and properly recorded.
Reporting concerns
Any member of staff or contractor who suspects bribery or corruption — whether involving Hoarding Helpers or a third party — must report this immediately to the director. Reports can be made to info@hoardinghelpers.co.uk. Concerns can also be reported externally to Action Fraud on 0300 123 2040.
Consequences of breach
Any breach of this policy will be treated as gross misconduct and may result in dismissal, termination of contract, and referral to the relevant authorities. We will cooperate fully with any investigation by law enforcement or regulatory bodies.
Diversity & Inclusion Policy
Last updated: October 2026Hoarding Helpers believes that diversity makes us stronger and that every person deserves to be treated with dignity, respect, and fairness. This policy sets out our commitment to building an inclusive organisation and delivering services that are accessible to all.
Our values
We celebrate difference and recognise that our clients, referrers, staff, and communities bring a wide range of backgrounds, experiences, and perspectives. We are committed to creating an environment where everyone feels valued and included, regardless of age, disability, ethnicity, gender, religion, sexual orientation, or any other characteristic.
Inclusive service delivery
We actively work to remove barriers to accessing our services. This includes offering flexible communication methods, making reasonable adjustments for clients with disabilities or neurodivergent needs, and ensuring our team reflects the communities we serve wherever possible.
Neurodivergent-friendly approach
We have a particular commitment to supporting neurodivergent clients and those with mental health conditions. Our team receives training in neurodivergent-aware practice and we adapt our approach to meet individual needs without judgement.
Inclusive workplace
We are committed to creating a workplace where all staff and contractors feel safe, respected, and able to contribute fully. We do not tolerate bullying, harassment, or any form of discriminatory behaviour, and we take all concerns seriously.
Continuous improvement
We review our diversity and inclusion practices regularly and seek feedback from clients, referrers, and staff on how we can do better. We are committed to learning and improving over time.
Questions about any of our policies? We're happy to help.
Email us
Social Media Policy
Last updated: October 2026Hoarding Helpers uses social media to share information about our services, raise awareness of hoarding disorder, and engage with the communities we serve. This policy sets out how we use social media responsibly and professionally.
Official channels
Our official social media presence is managed by the director or authorised staff. Only authorised individuals may post content on behalf of Hoarding Helpers. All content must be accurate, professional, and consistent with our values and brand.
Client confidentiality
We will never share images, details, or information that could identify a client or their property on social media without their explicit written consent. The privacy and dignity of the people we work with is paramount and takes precedence over any marketing consideration.
Staff personal use
Staff are free to use personal social media in their own time but must not post content that could identify clients, bring Hoarding Helpers into disrepute, or disclose confidential business information. Staff should make clear that personal views expressed online are their own and not those of the company.
Respectful conduct
We engage online with the same values we bring to our work — with compassion, respect, and without judgement. We do not engage in online disputes, respond to negative comments in kind, or share content that could be harmful or offensive.
Reporting concerns
Any member of staff who becomes aware of social media content that breaches this policy — whether posted by a colleague or a third party — should report it to the director promptly. Breaches of this policy by staff may result in disciplinary action.